Refund & Exchange Policy

At Femoire, we stand behind every programme we ship — so confidently that every order placed on femoireglobal.com/my is covered by our 90-Day Exchange Guarantee. This policy explains how the guarantee works and when you can request an exchange.

90-Day Exchange Guarantee

If any box in your programme arrives damaged, incorrect, or develops a manufacturing fault, we will exchange it for a new one at no cost to you.

The guarantee works as follows:

• Covered purchase: any Femoire programme purchased directly from femoireglobal.com/my.
• What is covered: items that arrive damaged, leaking, broken or tampered with; wrong bundles or quantities; and manufacturing faults such as seal integrity, expiry date or product consistency.
• Time window: notify us within 90 days of delivery, with clear photos of the affected item and its packaging — for visible transit damage, as soon as possible after delivery.
• How to claim: message our support team with your order number and the photos. We may ask you to return the affected product before the replacement is shipped — return shipping for approved exchanges is on us.
• Review & approval: all claims are subject to review. We reserve the right to limit or decline claims involving repeated requests, unusual patterns, or suspected misuse — this keeps the guarantee sustainable and fair for every customer.

Damaged, Defective or Wrong Items

• Damaged or defective product: If your order arrives damaged, leaking, broken, or tampered with, notify us within 90 days of delivery with clear photos of the product and packaging — we will replace it with a new item at no cost to you.
• Wrong item received: If we sent you the wrong bundle, flavour, or quantity, we will ship the correct item at no cost to you.
• Manufacturing defects: Issues with seal integrity, expiry date, or product consistency are covered — the affected product will be replaced with a new item.

Not Eligible

• Change-of-mind or satisfaction-based refunds — the 90-Day Exchange Guarantee covers damaged, incorrect or faulty items
• Products purchased from unauthorised sellers (we only guarantee products purchased directly from femoireglobal.com/my)
• Requests submitted beyond the applicable time window above

How to Submit a Request

To request an exchange, please:

1. Contact our customer support via our contact page within the applicable time window.
2. Include your order number, full name, and a brief explanation of the issue.
3. Provide photo evidence where applicable (damage, wrong item, etc.).
4. Our team will respond within 1–2 business days with next steps.

Refund Processing

Where a refund is approved instead of an exchange (for example, an item we are unable to replace), it is processed back to your original payment method:

• Credit/Debit Card (via Stripe): 5–10 business days depending on your issuing bank
• DuitNow / FPX: 3–5 business days via bank transfer

You will receive an email notification once the refund is processed.

Return Shipping

For eligible returns, we will provide return shipping instructions. Customers are responsible for safely packaging the product. Return shipping costs are reimbursed for damaged, defective, or incorrectly shipped items.

Exchanges

Exchanges for a different bundle size are subject to product availability. Any price difference will be refunded or collected accordingly.

Contact

For any questions about this policy, reach us at WhatsApp +60 11-3976 4803.